Village Auto & Transmission

On 06/01/Calvin [redacted] our area manager contacted [redacted] to discuss the transaction in question, the customer was dissatisfied with the service he received at our Roseville location and would like us to do something to make things right, Calvin [redacted] & [redacted] made a mutual agreement to refund [redacted] ’s bill for the amount of $which was the entire billed amount and that this would satisfy the customers needsWe have mailed him that amountKindest regards, Richard [redacted] President Village Auto & Transmission

Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ The vehicle in question came in with a complaint of the Air Conditioning system not operatingWe did a free inspection and found that the system was full of Freon, but the A/C compressor did not operateWe informed the customer we would need to test the compressor further to find the reason it is inoperableThe customer agreed to further diagnosisAfter the technician tested the compressor further he found that the compressor clutch was coming on, but the compressor had failed internally and needed to be replacedAt this time the service advisor prepared an estimate for the A/C compressorHe also included the receiver dryer and the A/C condenser in the estimate, along with a flushThe reason that the receiver dryer and the condenser are included in the repair is because when a compressor fails internally it spreads small metal particles through the systemIn order to warranty the compressor and overall repair, the parts supplier requires the above listed items be replaced at the same timeIf a compressor is replaced without these additional components the same problem will occur In a professional environment this is an industry standard of repairThe customer was made aware of the systems inner workings and chose to decline the repairs Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am asking a FULL REFUND of $for the additional one hour charge for the A/C testingBecause: Based on my observation on that day during the one hour time window after your request for the additional testing, your stuff were NOT WORKING on my Kia for the majority time of that period! I went to other industrial certified auto shops in the same area after your checkup for the same purposeAnd NO other certified shops had ever required an extra hour in order to diagnose the same problem for my A/C problemTherefor, I believe that your request for an additional hour A/C was not necessary and IN FACT you people WAS NOT REALLY WORKING on my car for the entire time of that extra hourTherefore, the business needs to refund me for the dishonest charge in full, period I don't really care of what you were recommenced on how many pieces needed to be replaced or how many thousands of dollars I need to spendBecause I did not take your words! I did not trust you based on what I experienced at your shop! That is why I had to go to other professionals to find out! That is why I need file a complaint as well as to signal an alter for other fellow customers for this business's non-professional behaviors

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Revdex.com Complaint #*** Response On July 22, *** *** brought her car in to have us identify what was wrong with the operation of her transmission, as it is not shifting and seemed to be missing gears. Jeff the service advisor advised her that we would need to perform a
comprehensive drivability procedure on the vehicle at a cost of $to determine if the issue she was experiencing was transmission related and what the next step to getting the vehicle repaired would beThe customer approved us performing the testing procedures at that time This procedure took us approximately hours of timeThe transmission specialist found that the transmission not operating correctly was due to an internal component failure.The service advisor Jeff contacted *** and informed her of the findingsFirst we started by explaining that we took the vehicle for a test drive to verify the customers concern and were able to verify that the vehicle did not have second gear at all. The technician then performed a transmission fluid examination and found that the fluid level was at the correct level but that the fluid was contaminated with metal and burnt clutch material. The technician then scanned the vehicle for fault codes and found a P2nd gear ratio error, a P4th gear ratio error and a PTCC Circuit Intermittent codes stored in the computer.The technician then checked to see if the vehicle engaged properly into gears and found that the transmission had a very harsh shift going into reverse. The technician then performed another test drive to identify that the vehicle had no second gear shift , that it immediately went into 3rd gear and was also missing 4th and 5th gears. The technician then checked the transmission to make sure there were no issues relating to sensors and linkages on the outside of the transmission that could be causing the customers concern. The technician then removed the vehicles transmission pan and found that the pan had an excessive amount of metal and burnt clutch material in the bottom of the pan and in the transmission filter. Based on these findings which were informed to Ms*** we advised that the transmission had suffered an internal component failure causing the customers concern and that because the damaged components were hidden from view because of the sealed housing design, that the next step would be to remove the transmission from the vehicle and disassemble it in order to identify the parts failure that had occurred so that we could give her an exact cost of repair on the transmission repair. This is the same process we have been using for over years at our location consistently. Unfortunately *** did not like what we had found and what needed to be done to fix her transmission and felt she should not have to pay the testing fee which she originally agreed upon.Sincerely, Richard *** - Owner

On 06/01/2016 Calvin [redacted] our area manager contacted [redacted] to discuss the transaction in question, the customer was dissatisfied with the service he received at our Roseville location and would like us to do something to make things right, Calvin [redacted] & [redacted] made a mutual...

agreement to refund [redacted]’s bill for the amount of $293.40 which was the entire billed amount and that this would satisfy the customers needs. We have mailed him that amount. Kindest regards, Richard [redacted] President Village Auto & Transmission

Initial Business Response /* (1000, 5, 2015/08/03) */
The vehicle in question came in with a complaint of the Air Conditioning system not operating. We did a free inspection and found that the system was full of Freon, but the A/C compressor did not operate. We informed the customer we would need...

to test the compressor further to find the reason it is inoperable. The customer agreed to further diagnosis. After the technician tested the compressor further he found that the compressor clutch was coming on, but the compressor had failed internally and needed to be replaced. At this time the service advisor prepared an estimate for the A/C compressor. He also included the receiver dryer and the A/C condenser in the estimate, along with a flush. The reason that the receiver dryer and the condenser are included in the repair is because when a compressor fails internally it spreads small metal particles through the system. In order to warranty the compressor and overall repair, the parts supplier requires the above listed items be replaced at the same time. If a compressor is replaced without these additional components the same problem will occur.
In a professional environment this is an industry standard of repair. The customer was made aware of the systems inner workings and chose to decline the repairs.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am asking a FULL REFUND of $143.90 for the additional one hour charge for the A/C testing. Because:

1. Based on my observation on that day during the one hour time window after your request for the additional testing, your stuff were NOT WORKING on my Kia for the majority time of that period!

2. I went to other industrial certified auto shops in the same area after your checkup for the same purpose. And NO other certified shops had ever required an extra hour in order to diagnose the same problem for my A/C problem. Therefor, I believe that your request for an additional hour A/C was not necessary and IN FACT you people WAS NOT REALLY WORKING on my car for the entire time of that extra hour. Therefore, the business needs to refund me for the dishonest charge in full, period.

3. I don't really care of what you were recommenced on how many pieces needed to be replaced or how many thousands of dollars I need to spend. Because I did not take your words! I did not trust you based on what I experienced at your shop! That is why I had to go to other professionals to find out! That is why I need file a complaint as well as to signal an alter for other fellow customers for this business's non-professional behaviors.